Extended Stay America - Las Vegas - East Flamingo — Attraction in Winchester

My friends and I had booked a room in this hotel between May 16-17. May 16 in the evening, we made our way to EDC. I had separated from my friends while at the festival but I let them know that at the end of the night, I will make my way back to the hotel and request an extra key at the front desk. I ended up getting back to the hotel at roughly 7am, went to the front desk, requested a room key and was promptly given one, but was told--"make sure not to lose it". I went upstairs to where I thought my room was at, and I saw a guy standing outside the room, but I still made my way to attempt to unlock the door using the key card, but then the guy quickly told me "that's not your room".. so I then realized, I had given the lady at the front desk the incorrect room number , and then I told the guy, "oh sorry I guess I have a key card to your room", and then proceeded to hand it to him and basically told him what the front desk lady told me , to not lose it.

I then made my way downstairs and let the front desk lady know that I had the incorrect room and that I could not recall my exact room number, and by that point, my phone was dead, so I could not call my friends to ask what room number it was. She then proceeded to look up my reservation and found the room number and then she requested I give her the key card back, but then I explained to her that the guy staying in the room I had the key card for was outside the room so I gave it to him since it was registered to his room. Then the front desk lady yelled at me saying "why would you do that!! I told you that you're going to get charged. I gave the card to YOU now go find it" and then she started talking to the security officers that were there and she said "she gave away the key" talking about me as if I wasn't right in front of her , I felt very uncomfortable. So I went upstairs and was escorted by the security officers, to my luck, the guy was still standing outside his door, so I got the key back quickly . Then I went downstairs and gave the front lobby lady my key and she seemed very angry and bothered over the whole situation and took my card and said some curse word while looking away from me and I said I'm sorry and one of the security guards comforted me in saying "things happen" .

While I recognize that my actions were not smart, it's alarming that they issued me a key card so easily to the wrong room, it raises a serious security risk. What if someone with bad intentions walked in and requested a key card to an occupied room? The consequences could be scary. They need to implement stricter verification. The whole lobby incident left me with such a hostile unwelcoming experience with this place, it's unfortunate because I really enjoyed the room itself, but unsure if I'd ever stay here again with...

I booked my room to stay with my friend from Thursday night till Sunday. Our flight was delayed so we arrived at our hotel room at around ten at night . We leave to get some food and snacks and arrive back to a phone call telling us we’re being loud and stomping on the floor. All we’re doing was getting ready for bed and taking a shower and watching Netflix. We explained that we’re not doing that and that we could hear the loud noise from downstairs as well. The next day we leave to go to a bar and a club and came back with news that we’re being disruptive. Mind you we have not been in our room long enough to even sit down and relax from coming from being out. The same day we’re told to leave and that they heard us stomping by the police. They told me I have ever right to make a complaint since they came in to a silent room and we’re just sitting down. I asked to speak with the manager to complain about my experience. Instead Leslie the mger refused to hear our side and we’re wrong no matter what we said. I felt like I wasn’t a paying customer. She had no compassion in our eyes and was more protective of the people in the room below complaining. We called the police to be escorted out and instead of hearing my side we were told we were trespassing. I was extremely disappointed no one cared to hear our side. We were barely in our room we mostly went shopping and we’re in and out partying at other locations. She then put us on dnr becuase she felt like it. I called my parents and my mom was also shocked at your experience. It felt like they views us as criminals based on our skin tone. I’ve always had a good experience at the extended stay a in my own city. An I never had this experience at the Hilton. She didn’t look at me at all with compassion and was very condescending. She was going be rude to me and my friend from the start. I don’t care for this hotel it wasn’t my first choice. I’m not a child. I don’t come to hotels to get kicked out nor were jumping up and down. We were watching fast and furious and eating snacks. It’s crazy how the situation escalated when we weren’t doing anything but sitting down and just talking. I want a refund for my stay because I wasn’t told that if a person who was staying there for two months was the favorite of the hotel. It was very disgusting and I just want my refund I called to transfer to another extended stay and they said they needed to speak with her. Immediately letting me know that before I tried to go somewhere else she was going to put a stop to it.I am filing a complaint and I’m moving forward with suing the manager for emotional distress and defamation. Update I called back requesting a refund and she refused. Again I’m suing because your manager made it seem like I checkout on the day that I stayed so I’m...

Having traveled hours for our last family trip of the summer, we were excited to be able to stay at a place near the strip. Breakfast, 3 beds for my family and I, relatively inexpensive, and a place to make memories is what we were on the hunt for. However, the night staff made the experience horrible.

The young lady that was there the night of my check-in (7/14/22) made me strongly consider finding a new place for us to stay. She was rude, making all guests wait an extended period of time while she was in the "office" no where to be found. The lobby smelled horribly of marijuana. The security guard stated, "I tried to bring her out, but she won't come. Sorry. She'll be out." He then proceeded to take pictures of the guests within the lobby, myself included. No consent, no request.

When we finally got checked in, we made our way up to the room. We were greeted with dirty sheets, trash within the trashcans, no room phone, and the remote was sticky. I attempted to call the front desk from my cell phone, but could not reach the front desk. I was routed to the main line for Extended Stay. They got in touch with the front desk. I went down to speak with them. They offered us another room. I was traveling with my small children. They gave us a smaller room. Did not offer any sort of compensation or an apology. When I asked about breakfast and where it could be found, the young lady behind the counter smirked and said, "yeah, there is breakfast." She pointed behind me to a table. The next morning, I found a single table with coffee, hot chocolate, packs of oatmeal, muffins, and granola bars. I don't mind the food aspect as my children were fed, but the snarky attitude is not something I am okay with. Also, this employee was on their phone regularly throughout our interactions and telling people on her personal phone to hold on.

We were not given any extra pillows, no extra bedding, or anything for the pull out mattress/couch. The pull out mattress nearly met the dresser in the middle of the floor when it was unfolded. Walking around it was nearly impossible. We had to fold it back up several times to make maneuvering around the room possible. We placed a dirty sheet outside of the door the night we arrived at the smaller room. (Yes, we changed our own sheet for that. They gave us bedding to put on the pull out.) The sheet was still there when we checked out 2 mornings later.

The next day, the gentleman that worked the morning shift for both mornings we were there (his name is Sirr) was great. He resolved all of my concerns and issues. He apologized for the hassle we had experienced. He issued a discount and a refund for being in the smaller room. He definitely saved our experience. He was generous, kind, and...